Endpoint Technician

The Gray Insurance Company•Metairie, LA

7d•Onsite

About The Position

The Endpoint Technician is responsible for performing on-site analysis, diagnosis, and resolution of complex endpoint problems for end users, and recommending and implementing corrective solutions. This role involves installing, configuring, testing, maintaining, monitoring, and troubleshooting end-user workstations and related hardware and software to deliver required endpoint service levels. The technician will also assess the need for and implement performance upgrades, administer and resolve issues with associated end-user software, and troubleshoot basic endpoint connectivity problems before engaging a Network Engineer. Additionally, the role includes receiving and responding to support requests, ordering equipment and supplies, maintaining inventory, and potentially performing maintenance on various systems. The Endpoint Technician is expected to document troubleshooting steps in the help desk system, collaborate with Network Engineers on best practices, update the asset tracking system, and work with minimal supervision. Other duties may be assigned as required.

Requirements

Ability to greet colleagues in a friendly and courteous manner.
Proficient in Microsoft Office Suite or similar software.
Basic understanding of office equipment.
Ability to work independently and identify and solve problems.
Ability to organize and prioritize work.
High School degree or GED.
Minimum of two (2) years of experience troubleshooting endpoint equipment including desktop computers, laptops, tablets, printers and smartphones.
Must have troubleshooting skills in order to diagnose and repair endpoints in a timely fashion.

Nice To Haves

A+ certification is desired.
Network+ certification is desired.
Experience with a Help Desk or ticketing system is desired.
Working knowledge of Windows 10, Apple and Android endpoints is desired.

Responsibilities

Perform on-site analysis, diagnosis, and resolution of complex endpoint problems.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
Assess the need for and implement performance upgrades to endpoints.
Administer and resolve issues with associated end-user software installed on endpoints.
Troubleshoot basic endpoint connectivity problems before engaging a Network Engineer.
Receive and respond to incoming calls, emails, and trouble tickets regarding endpoint problems.
Order equipment/computer supplies and maintain adequate levels of inventory.
Perform maintenance-oriented services on some systems (iSeries, phone systems, file servers, etc.) depending on experience level.
Enter, update, and close trouble tickets in the help desk system, documenting troubleshooting steps.
Work closely with Network Engineers to establish best practices and standard procedures for network-attached endpoints.
Update the asset tracking system when equipment is purchased, relocated, or disposed of.
Work with minimal supervision.
Perform other duties as assigned/required.